These are the slides from a customer loyalty webinar hosted by SEOshop and LoyaltyLion. Check www.seoshop.nl for more info!

1. How to make customers love you

2. Notes
•
Ask any questions using the panel on your right hand side
•
We’ll answer your questions at the end (but you can ask them during
the webinar)
•
We’ll post the webinar on seoshop.nl > resources > webinars
•
Twitter: #loyaltywebinar

3. Bertram Welink
Marketing Manager SEOshop

4. Charlie Casey
Founder & CEO LoyaltyLion

8. 4 steps to
increase customer loyalty

9. 5 times more expensive
to attract new customers

10. 8 contact moments are needed
before a new customer buys

11. Step 1: Keeping the back door closed
1. Think of the receiver
2.Invest in your database
3.Introduce a loyalty program

12. Thinking of the receiver
1. Customer focused communication
2.The right mindset

13. Step 1: Keeping the back door closed
1. Think of the receiver
2.Invest in your database
3.Introduce a loyalty program

14. Invest in your database
•
25% not up to date
•
10% have moved
•
20% changed job

15. Step 1: Keeping the back door closed
1. Think of the receiver
2.Invest in your database
3.Introduce a loyalty program

16. Introduce a loyalty program
•
Which customers spend the most?
•
Which customers order often?

17. Step 2: Create ambassadors
1. Stimulate ambassadors
2.Let them tell positive stories
3.Keep an eye on online communities

18. Step 3: Start a strategic brand alliance
1. Exchange lists
2.Co-branded advertising

19. Step 4: Be different
1. Don’t copy your competitors
2.Learn from other markets

20. Thank you

21. SEOshop presentation
!
Loyalty for the ecommerce age
Charlie Casey CEO
loyaltylion.com
@LoyaltyLionHQ

22. ACQUIRE
€€€
AdWords

23. REPEAT BUSINESS
x4

24. LOYAL CUSTOMERS SPEND
67% MORE
5% LIFT IN RETENTION
PROFITS 85%

25. GREAT CUSTOMER EXPERIENCE

26. VALUED CUSTOMERS
PERSONALISATION

27. VALUED CUSTOMER: IDEAS
REWARDS PROGRAM
POINTS
PERSONAL MESSAGE
DISCOUNTS
SURPRISE AND DELIGHT
GIFTS

28. VALUED CUSTOMER: IDEAS
REWARDS PROGRAM
PERSONAL MESSAGE
SURPRISE AND DELIGHT

29. VALUED CUSTOMER: IDEAS
REWARDS PROGRAM
PERSONAL MESSAGE
SURPRISE AND DELIGHT

30. PERSONALISATION
AGE
GENDER
PREFERENCES

31. !
TOP 120 RETAILERS
< 25% OFFER
PERSONALISATION

32. PERSONALISATION: IDEAS
RECOMMENDATIONS
TAILORED NEWSLETTERS
BIRTHDAYS

33. PERSONALISATION: IDEAS
RECOMMENDATIONS
TAILORED NEWSLETTERS
BIRTHDAYS

34. PERSONALISATION: IDEAS
RECOMMENDATIONS
TAILORED NEWSLETTERS
BIRTHDAYS

35. ECOMMERCE CHANGED EVERYTHING

36. FRIENDLY AND FAMILIAR

37. INVISIBLE

38. THERE’S
GOOD NEWS!

39. MORE DATA THAN EVER
DATA
CUSTOMERS

40. INCREASED INTERACTION
THEN
NOW

41. “92% OF PEOPLE TRUST
RECOMMENDATIONS FROM FRIENDS
AND FAMILY MORE THAN ALL OTHER
FORMS OF MARKETING”
- Nielsen

42. SOCIAL LOYALTY
PROGRAM

43. RETAIN EXISTING CUSTOMERS
SOCIAL LOYALTY
PROGRAM

44. AQUIRE CUSTOMERS

45. MOVE CUSTOMERS
UP A SEGMENT

46. INCREASE CUSTOMER
LIFETIME VALUE

48. 14
da
gen
g
rat
i
THANK YOU
team@loyaltylion.com
@LoyaltyLionHQ
s